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Skills

  • Participant screening
  • Operational improvement
  • Escalated call resolution
  • Business operations
  • Communications
  • Customer service excellence
  • Data mining
  • CRM system proficiency (HubSpot)
  • Customer retention strategies
  • Problem resolution

Work Experiences

  • Achieved a 64% rise in customer insight deliverables.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Completed surveys ahead of deadline.
  • Contributed to onboarding seminars for new hires.
  • Authored detailed call scripts that improved consistency of responses, driving a 69% improvement in reporting accuracy.
  • Conducted over 8 outbound calls daily, achieving a 46% response rate and surpassing company benchmarks for successful survey completions.
  • Achieved over 39% accuracy.
  • Achieved 66% reduction in call drop-off rates.
  • Transported QuickBooks to several months customer locations.
  • Actively contributed to internal process updates, improving the script flow which led to 58% reduction in call drop-off rates.

Summaries

  • Accomplished in streamlining call handling processes, reducing average call times by 56% and ensuring consistent and high-quality survey interactions.
  • Conducted 6 surveys in key market sectors.
  • Collaborated with IT teams to improve dialing systems, raising contact success rates by 39% and ensuring a seamless respondent outreach process.
  • Adapted messaging strategies for diverse industries.
  • Achieved an accuracy rate of over 62%.
  • Achieved a 24% response rate.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 76% improvement in response rates.
  • Achieved the highest call-to-completion ratio of 17% within the company.

Accomplishments

  • Researched and applied the latest trends in telephone survey methodologies, refining call approaches and improving overall engagement by 62%.
  • Utilized system to log and analyze survey responses, contributing to a 71% decrease in response processing times.
  • Achieved the highest response rate of 54% among a team of 11 by employing strategic calling windows and rapport-building techniques.
  • Utilized advanced questioning techniques to clarify survey goals for participants, reducing survey refusal rates by 62%.
  • Used knowledge of survey design to contribute to the creation of more engaging question formats, leading to a 83% rise in respondent interaction.
  • Collaborated with a team of 10 Phone Surveyors to revamp company-wide survey scripts, leading to a 32% improvement in response accuracy.
  • Successfully handled survey calls for customers across multiple time zones, reducing participant inconvenience and improving call completion rates by 48%.
  • Minimized survey dropout rates during follow-up calls by 25% through the development of enhanced participant retention techniques.
  • Successfully resolved over 2 participant concerns, improving survey satisfaction scores by 44%.
  • Integrated feedback from survey respondents to enhance subsequent questionnaires, improving question clarity by 74% and completion satisfaction.

Affiliations

  • Society of Women Engineers
  • Association for Qualitative Research (AQR)
  • Telephone Survey Research Professionals
  • American Association for Public Opinion Research (AAPOR)
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA)
  • Jaycees
  • Association for Supply Chain Management (APICS)
  • Society for Consumer Affairs Professionals (SOCAP)

Certifications

  • Certified Data Collection and Reporting Specialist - Vantage
  • First Aid/CPR Certified
  • Remote Work Readiness Certificate - category
  • Certified Call Monitoring Specialist - Cedar Works
  • Certified Public Accountant (CPA)
  • Certificate in Customer Relationship Management (CRM) - Harbor & Co.
  • Fundamentals of Survey Data Analysis - category
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Service Professional (CCSP) - Ironclad Systems
  • Certified Call Center Manager (CCCM) - Lakeside Partners

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